Convert escalated support tickets into development tasks

When a high-priority customer issue is logged in InvGate Service Management, create a matching task in Fibery for product engineers to investigate.

Try:

See all InvGate Service Management + Fibery integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

InvGate Service Management Explore InvGate Service Management →

Triggers

New ticket created

Fires when a new support ticket is created in InvGate Service Management.

Ticket status changed

Fires when a ticket's status changes in InvGate Service Management.

Ticket assigned

Fires when a ticket in InvGate Service Management is assigned to an agent.

SLA breached

Fires when a ticket in InvGate Service Management breaches its response SLA.

Actions

Create ticket

Creates a new ticket in InvGate Service Management.

Update ticket status

Updates a ticket's status in InvGate Service Management.

Assign ticket

Assigns a ticket in InvGate Service Management to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in InvGate Service Management.

Fibery Explore Fibery →

Triggers

New task created

Fires when a new task or card is created in Fibery.

Task completed

Fires when a task in Fibery is marked complete.

Due date approaching

Fires when a task's due date in Fibery is coming up.

Comment added

Fires when a comment is added to a task in Fibery.

Actions

Create task

Creates a new task in Fibery.

Update task

Updates a task's status or assignee in Fibery.

Add comment

Posts a comment on a task in Fibery.

Move task

Moves a task in Fibery to a different board or list.

Resolve customer tickets automatically when tasks complete When an engineer marks a bug fix task as complete in Fibery, update the status of the related support ticket in InvGate Service Management so support can notify the customer. See details

Flag SLA breaches on project management task boards If a critical ticket breaches its resolution SLA in InvGate Service Management, post an urgent warning comment directly on the related task in Fibery. See details

See all InvGate Service Management + Fibery integrations → · Browse the full workflow library →

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FAQ

Common questions

Can Knit build “Convert escalated support tickets into development tasks” between InvGate Service Management and Fibery?

Yes — describe it in the box above and Knit's Integrations Agent researches InvGate Service Management and Fibery's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

What's the most common Project Management + Ticketing automation?

Creating a task in Fibery whenever a ticket in InvGate Service Management is escalated or tagged as a bug, with a two-way status sync so support sees engineering progress without leaving InvGate Service Management.

Can status updates flow back to the original ticket?

Yes — when the linked task in Fibery changes status, the Agent can post that update back onto the original ticket in InvGate Service Management automatically.